L1 Parchment Support Engineer

Instructure
Manila
Workplace: OnsiteFull timeFunction: Product ManagementSkills: ["Customer-centric","Communication","Active listening","Problem-solving","Organizational skills"]

Serve as the primary point of contact for learners and consumers, providing timely, accurate, and empathetic support for Parchment by Instructure. Triage inquiries via phone, live chat, and support tickets, explain complex policies and technical steps clearly, troubleshoot hardware and software issues, and guide users through electronic systems. Evaluate application completeness/compliance, manage web-based ticketing workflows, maintain accurate records, and meet support performance goals.

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FursaFursa
Instructure
Instructure
9 hours ago

L1 Parchment Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 50 minutes agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as the primary point of contact for learners and consumers, providing timely, accurate, and empathetic support for Parchment by Instructure. Triage inquiries via phone, live chat, and support tickets, explain complex policies and technical steps clearly, troubleshoot hardware and software issues, and guide users through electronic systems. Evaluate application completeness/compliance, manage web-based ticketing workflows, maintain accurate records, and meet support performance goals.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •Serve as the first point of contact for consumer inquiries via phone, live chat, and support tickets.
  • •Explain complex policies, procedures, and technical steps clearly and empathetically.
  • •Troubleshoot user issues and guide customers through electronic systems.
  • •Review and evaluate applications for completeness and compliance with guidelines.
  • •Manage client inquiries in a web-based ticketing system and maintain accurate records while meeting performance goals.

Pay and Benefits

Perks:Remote WorkPaid LeaveHealth InsuranceLearning Budget

Key Requirements

  • •Strong customer service skills in high-volume support environments.
  • •Excellent communication and active listening abilities.
  • •Experience troubleshooting hardware and software issues.
  • •Comfortable using technology to solve problems and help others.
  • •Strong organizational and time management skills, able to work independently and collaboratively.
Skills:Customer-centricCommunicationActive listeningProblem-solvingOrganizational skills
Tech Stack:SalesforceMicrosoft OfficeGoogle WorkspaceWeb-based ticketingPhone supportLive chatSupport ticketsVirtual telephonyWebcase

Company Brief

Instructure
Builds and delivers learning management and education technology solutions, best known for the Canvas LMS platform, serving K–12 schools, higher education institutions, and corporate learning programs worldwide.
Industry: EdTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Salt Lake City, United States
Founded: 2008
WebsiteLinkedIn